Connect with us

E-Financial

Unleashing the Power of Conversational Banking to Redefine Customer Engagement

Published

on

Kindly share this post

By Dean Baker, Squad Lead, BFSI – Infobip

Conversational banking, sometimes called chat banking, refers to the use of Artificial Intelligence (AI) and chat technology to help customers conduct traditional daily banking activities via digital communications channels on a mobile device.

Dean Baker, Squad Lead, BFSI – Infobip

Leveraging mobile messaging platforms, conversational banking has ushered in a new era of seamless and personalised banking experiences, tailored to meet the unique needs and preferences of each individual.

When conversational banking is delivered well, customers get both a more convenient and rewarding service experience. In other words, conversational banking leads to improved customer experience and ultimately improved customer loyalty.

Notably it has transformed how customers engage with their banks, providing a seamless and personalised experience using mobile messaging. However, a solid foundation for any conversational customer experience today is omnichannel communications, which is the ability to reach customers where and when they want, on their preferred channels.

Through chat apps, conversational banking provides instant, contextual, and personalised communication. Clients have the convenience of engaging with chatbots or agents 24/7 over a single platform where conversation history is saved for later reference.

An important aspect of banking is the ability to seamlessly shift the “conversation” to a human agent if and when needed while having the ability to present the engagement thus far to the agent, so as not to lose conversational context.

Conversational context

For example, should the customer have a question the chatbot cannot answer or if the customer gets stuck in the automation journey, they can be transferred to an agent with the conversational context, so the agent carries on where the conversation stopped, without the customer needing to explain everything all over again.

Choice is key and the caveat to an enhanced customer experience is to have the ability to deliver conversational banking over the customer’s channel of choice with the ability to move between channels without losing the context of the “conversation”.

One of the crucial customer benefits of conversational banking using chat apps is enabling customers to reach the financial institution whenever and wherever they may be. This will help build the trust required for successful long-term client-bank relationships.

The more a customer interacts with their bank through these conversations, the more a bank understands the customer’s preferences, habits, and needs – making it easier to personalise future transactional and promotional messages.

Conversational banking also brings various benefits to financial institutions, including speeding up time to resolution of queries or FAQs and automating the collection of data. Automation in call centres not only reduces costs but also enhances customer satisfaction, as customers who have a positive experience with a brand tend to report higher levels of satisfaction.

Revenue growth

Additionally, revenue growth can be driven through upsell, cross-sell and lead-generation efforts that can be personalised through conversational banking. Using conversational banking with AI-supported chatbots can also significantly reduce agents’ time spent on real-time support calls. Financial institutions can therefore support more customers with the same number of agents using chat apps. This reduces the pressure on customer service representatives and frees them up to handle more complex customer transactions.

AI technology plays a very important role in powering conversational banking experiences, as it enables chatbots to understand customer voice or text communications and to reply, simulating actual conversations. AI uses Natural Language Processing (NLP) to allow chatbots to determine meaning from language through common data elements.

However, the key challenge for financial institutions to overcome when looking to adopt a conversational banking journey is to choose the right communications platform and partner. Communications Platform as a Service (CPaaS) and conversational AI should give organisations all the tools they need for a great conversational banking experience. However, the key is to be able to customise these tools to align with their unique use cases and understanding of what their customers want.

The disruption within the banking sector is evident, as seen by the remarkable growth of fintech startups that have multiplied sevenfold over the past five years. Traditional banks must recognise and address these emerging challenges to remain relevant and competitive by embracing digital transformation effectively and adopting innovative strategies and new technologies to position themselves to thrive.


Kindly share this post

Ugo Onwuaso is an ICT enthusiast. He believes technology should be used for general good. He holds a Master of Public Administration (MPA) degree from the Lagos state University. Dear Reader, Your support matters. But we believe that technology makes life more exciting and helps improve the lives of people around Nigeria and indeed the world. That is why, we have devoted our energy to independent reportage of technology and finance and how they affect lives. Our incisive and analytical view of how technology news affects the daily life help individuals and organizations make up their minds. Quality journalism costs money. Today, we're asking that you support us to do more. Kindly support our effort to deliver technology and finance journalism to everyone in the world. Donate as little as N1,000. Bank transfers can be made to: UBA Plc 1017156876 Communication Week Media Ltd

E-Financial

9PSB CEO says Women are Breaking Barriers in Fintech and SMEs

Published

on

Kindly share this post

9 Payment Service Bank (9PSB), Nigeria’s digital payment service bank, focused on financial inclusion, has echoed the impressive progress demonstrated by the female professionals and entrepreneurs in the fintech sector, and Small and Medium Scale Enterprise (SMEs) at this year’s Digital Pay Expo and Exhibition held at Eko Hotel and Suites, Victoria Island, Lagos.

The year’s event themed, Redefining Payment,’ focused and analyzed the payment habits of the Millennials and Gen Z, the largest generation groups. It spotlighted the crucial effects of the group on the payment world to continue to develop solutions that will gain their loyalty and that of the total market.

Speaking at the session, Women in Fintech, themed, Inclusive Finance for SMEs, designed to mentor participating female undergraduates across institutions of higher learning in Lagos State, the Managing Director and Chief Executive Officer, 9 Payment Service Bank (9PSB), Branka Mracajac, emphasized that women are making significant breakthroughs in the fintech sector and in Smal and Medium Scale Enterprises in recent years compared to what was obtainable in the past.

Although, women are still contending with the male counterparts for positions, it is evident that many women are assuming key executive positions in the finance and fintech sector, as well as other areas of human endeavours. The fintech industry is striving to improve the situations occasioned by gender disparity, inclusivity, and financial inclusion to ensure equal growth and opportunities.

In her words, ‘’Women are founding many business entities and SMEs, it is important to have the right mindset, work hard and put in more efforts to educate yourselves, acquire the right expertise and skills, network and find someone who will inspire you and the opportunities would present itself. We need more prominent professional women leaders in fintech to inspire young girls. We did not have this in my time, but the dynamics have changed. Women should stay focused, connected, and look for opportunities to kick-start their careers’’.

Other female Chief Executive Officers in the fintech sector who also formed part of the session are Ronke Kuye, (Shared Agent Network Expansion Facilities Limited, SANEF Nigeria); Dr. Markie Idowu (Xpress Payment Solutions Limited); Kemi Okunsanya (Hydrogen, Nigeria), and Yemi Keri (Heckerbella Limited).

They also shared pieces of advice to the young undergraduates on the need to have mentors who have attained progressive stages of career growth; build good rapport; have improved social capital, utilize the social media as a means of communication; and communicate their capability, competencies, and experience.

In addition, they advised them to offer their best and be ready to add value to prospective organizations they will be employed in. Furthermore, the youngsters were also implored to build and keep relationships with colleagues and ensure leave on a good note whenever they meet people, because the future is unpredictable.

Digital Pay Expo is a yearly event designed to bring together industry regulators, fintech top executives, and innovators in the fintech and payment solution space to collaborate and move the industry forward.

The platform provides a unique opportunity for industry players to discover new innovative cases and technologies that will accelerate the much-needed growth in the fintech ecosystem.


Kindly share this post
Continue Reading

E-Financial

OPay Reaffirms Prohibition of Cryptocurrency and Virtual Assets Trading on Its Platform

Published

on

Kindly share this post

OPay, a leading financial technology company, wishes to reaffirm its strict prohibition of cryptocurrency and virtual asset trading on its platform. As a compliant organization committed to upholding legal, constitutional, and regulatory duties, OPay prioritizes the safety, strength, and integrity of the financial system.

OPay

OPay does not permit trading in any form of cryptocurrency or virtual currency on its platform. Additionally, OPay accounts and wallets must not be used in connection with such activities.

To ensure compliance with this directive, OPay conducts daily scans of its platform to detect any unauthorized cryptocurrency or virtual currency trading. Any account or wallet found in breach of this policy will be closed immediately, with details reported to the relevant regulatory authorities.

According to the Mr. Gotring Wuritka Dauda, CEO, OPay Nigeria, he stated that, for absolute clarity, OPay has never condoned, nor will it permit, the trading of cryptocurrency or virtual assets on its platform.

He continued by urging all customers to ensure their OPay wallets and accounts are not involved in cryptocurrency or virtual currency transactions. Non-compliance with this policy will result in account closure.

He appreciated all customers for their continued trust and support as they work together to maintain a secure and compliant financial environment.


Kindly share this post
Continue Reading

E-Financial

Fraud: FCCPC Delists 47 Loan apps, 88 on Watchlist

Published

on

Kindly share this post

Federal Competition and Consumer Protection Commission (FCCPC) has delisted 47 unregistered loan apps, Google playstore as at May 2024, in a renewed crackdown on such platforms.

Fraud: FCCPC Delists 47 Loan apps, 88 on Watchlist

This is coming after it was discovered that despite the efforts of the agency, the proliferation of unregistered loan apps continues, with many operating through Android Package Kit (APK) files, circumventing official app store regulations.

According to a statement from the FCCPC, as of May 2024, the number of registered loan apps in Nigeria has risen to 284, comprising 232 companies with full approval and 11 others licensed by the Central Bank of Nigeria (CBN).

It also noted that it has placed 88 others on a watchlist amid a surge in the number of unregistered and potentially predatory loan apps, which have been causing considerable distress among Nigerians.

Despite these advancements, the ongoing challenges posed by unregistered apps continue to impact Nigerian borrowers adversely.

Dr. Adams Abdullahi, chief executive officer, FCCPC, said infractions have been on the rise as more Nigerians are now taking loans from the various loan apps.

Despite these advancements, the ongoing challenges posed by unregistered apps continue to impact Nigerian borrowers adversely.

Abdullahi said the commission would now involve law enforcement agents in tackling the menace in addition to regulatory prohibition and consequences.

He noted that this is in line with the FCCPC’s Limited Interim Regulatory/Registration Framework and Guidelines for Digital Lending, established in 2022,  which is aimed at promoting ethical lending practices and protect consumer rights.

The situation, according to financial analysts, underscores the need for stronger regulatory frameworks and consumer protection measures in Nigeria’s digital finance sector.

According to them, the gloomy state of the Nigerian economy has led to the rise of loans taken by its citizens.

 

 


Kindly share this post
Continue Reading

Trending